Alex Pham

Experience

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  SMILE NOW DENTAL CLINIC

  Jan 2014 - May 2017

  Dental Assistant

  - Prepare patient, sterilize or disinfect instruments, set up instrument trays, prepare materials, and assist dentist during dental procedures.- Clean and polish removable appliances

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  Maggiano's Little Italy

  Sept 2014 - Feb 2016

  Server
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  Din Tai Fung Restaurant Group

  Feb 2016 - May 2020

  Server

  • Developed strong product knowledge in order to provide expertise to customers. • Provided high-quality customer service with accuracy, attention to detail and the ability to multitask. • Consistently achieved 95% or higher on secret shopper tests.• Resolved issues between co-workers and supervisors professionally and efficiently. • Earned over 50 highly positive customer review forms.• Negotiated and resolved customer concerns while maintaining professionalism.

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  RET Physical Therapy Group

  Jun 2018 - Jan 2020

  Physical Therapist Aide/Office Manager

  • Increased patient retention and new patient evaluations by more than 200% over the course of a quarter.• Trained, educated, and assisted patients on therapeutic exercises in their specific programs.• Improved clerical functions pertaining to daily operations – enabled faster scheduling and bettered communication across the team.• Optimized and coordinated provider and ancillary staff schedules.• Focused marketing efforts based on word of mouth and patient satisfaction.• Built and sustained strong, uplifting relationships within the clinic and in the community. Show less

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  Rational

  May 2020 - Mar 2021

  Global Customer Experience Specialist - Azure CXP at Microsoft

  • Provided quality technical support via the @AzureSupport handle, dealing with 20+ customers daily.• Reviewed and triaged customer and partner escalations via multiple channels (Social Media and Technical Support) and determined appropriate communication pland and customer resolution path.• Partnered across various cross-functional team and key stakeholder to ensure the team is providing optimal customer experience.• Managed Internal and External Azure global outage crisis communications for Microsoft Livesite incidents. Utilized internal monitoring and alerting to identify emerging issues and engage relevant crisis response teams across engineering, marketing, and legal to ensure incident resolution. Responsible for delivering emergency communications to both consumers and stakeholders.• Refined technical writing for outages from engineers and Incident Managers for users and internal stakeholders.• Collaborated on a small team responsible for curating, editing, and publishing creative social media content and maintaining brand image for on of Microsoft’s social media projects. Show less

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  Designit

  Mar 2021 - Apr 2021

  Global Customer Experience Specialist - Azure CXP at Microsoft

  At the end of March 2021, the Rational brand was transitioned to Designit, one of Wipro's key sub-brands.

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  PitchBook Data

  Apr 2021 - now

  PitchBook is the financial information and technology provider behind leading deal-makers and advisors in the global M&A, private equity and venture capital markets. The PitchBook Platform makes it easy to track and analyze global M&A, PE and VC transactions, along with the limited partners, funds, companies and advisors involved. PitchBook provides comprehensive data and analysis on the public and private financial markets to help professionals across the globe discover and execute investment opportunities, creating a better way to do VC, PE and M&A. Show less • Subject-matter expert with the PitchBook platform to maximize effectiveness with client requests via phone, email, and chat• Assisted with troubleshooting of technical problems for corresponding plugins and CRMs to the platform• Tasked with running 3+ training calls daily related to the platform, Excel, or the various CRMs for a variety of clients, resulting in higher CSAT scores and increased account retention.• Received consistent CSAT scores (90+) for inbound live chat or phone calls (25+ client interactions daily)• Ran basic SQL queries to recreate charts and data analyses in Excel for complex custom projects requested by clients.• Acted as a primary resource for my team on complex questions or issues that needed to be escalated. Show less

  • Customer Success Manager, Enterprise

    Jul 2023 - now

  • Customer Success Manager, Middle Market

    Sept 2022 - Jul 2023

  • Customer Support Specialist, Tier 2

    Jan 2022 - Sept 2022

  • Customer Support Specialist

    Apr 2021 - Dec 2021